Support Escalations Engineer

Job Summary

Working remotely in a full-time capacity, the Support Escalations Engineer will manage escalated support issues, debug complex technical problems, and ensure effective communication with customers while collaborating closely with engineering teams.

Key responsibilities

• Own escalated support from L1 by investigating, reproducing, and resolving complex technical issues
• Debug hard problems using modern tools, write clear bug tickets, and communicate findings to users
• Contribute to internal debugging tooling and improve documentation based on daily learnings

Required qualifications

• 2-4 years of software engineering experience, preferably in TypeScript or Golang
• Experience in a customer-facing technical role such as support engineering or solutions engineering
• Strong SQL skills and debugging instincts to trace issues back to their root causes
• Outstanding written communication skills for customer replies and precise bug reports
• Deep empathy for developers and a genuine interest in solving complex problems